2. 1°): ANSWERS QUICKLY
• A quick answer shows a real interest of the
company for customers' opinion. Ryanair should
have responded to the woman's complaint in the
following day.
• Acting very fast because nowadays social medias
are very important it’s the new word-of-mouth
• Have a personalized response(give name of the
customers)no too standardize. They should show
that each one is unique.
3. 2°): APOLOGIZE
• RYAN AIR should have apologize to the woman
for the disagreement.
• Ryan Air should apologize in a sensitive way
• Ryan Air should have expressed its excuses for
the problem encountered as the main
objective of a company is to satisfy their
clients. The company has to be credible and
sincere
4. 3°): SHOW EMPATHY
• Being human is essential when dealing with
unsatisfied customers, the company should
have expressed its understanding to the
situation encountered by the woman.
• Should have been closer to customers and
potential customers.
5. 4°): TRIED TO FIND A SOLUTION
• Offer a fair compensation it may be a coupon
or a reduction for her next flight.
• Ryan Air apologized, they should have offered
something in exchange to this customer.
6. 5°):KEEP PROFESSIONAL
• The attitude of Ryanair CEO is totally
unacceptable and unprofessional. He attacked
the woman by insulting her.
• Act professional: be polite ,not be too
emotional
• Keep your self-control
7. 6°): Be positive message oriented
• Ryan Air should have communicated to its
customers and social media followers that
their comments are essential to improve the
quality of service and encourage them to
share their opinions in order to take future
actions.
• Learn from their mistakes to be more
efficient and more reactive.
8. 7°): Have an official web social page
• Ryan Air should make an announcement in
Facebook and/or Twitter, in order to remind
the policy and act to this bad comment.
• The FaceBook Ryan Air page is not officially
owned by the corporation. Ryan Air needs to
centralize all kinds of social media tools
(mostly Facebook and Twitter) in order to
interact efficiently with their customers.
9. 8°):Create a forum of discussion
between Ryan Air and customers
• Ryan air need to create a interactive contact
with this customers,in fact Ryan Air would
created a strong customer relationship
management.This could be a good thing to
determine and analyze the strenghts and
weaknesses of the service.With this forum
Ryan air can apprehend a problem and resolve
it quickly.
10. 9°):VIDEO
• CEO should have responded personnally to
the problem through a video dedicated to
Suzy but also to all the customers of Ryan Air.
• In this video ,CEO of Ryan Air or Ryan air
representative should be show this sincerity
and understanding to Suzy prejudice.
11. 10°) LEARNING FOR THE FUTURE
• the customer is king so it is important to learn
from mistakes in order to increase quality of
service and prevent it from happening again
(corrective actions are applied)
